Why Customers Prefer Migrating to Jira Service Management (JSM)?

Are you struggling to see a return on investment in your service management solution? We hear you. From sky-high licensing costs to never-ending deployments and upgrades, we know traditional service management platforms are failing to deliver real value to today’s enterprise.

Atlassian has commissioned a study from Forrester Consulting, The Total Economic Impact™ of Jira Service Management, to calculate how enterprise customers find significant value in Atlassian when it comes to service management. This study calculated that customers:

  • Realize a total ROI of 277% and $4.1 million in benefits over a three-year period.
  • Save $2.0 million by replacing their traditional ITSM solution.
  • See $1.4 million in service desk productivity gains for IT and business teams.

To modernize your IT Service Management (ITSM) and Enterprise Service Management (ESM) practices and link all service teams together on one platform, Atlassian offers Jira Service Management, which empowers development, IT operations, and business teams to collaborate at scale with a single source of truth.

Service teams can link Service Requests or Incidents in Jira Service Management to issues in Jira Software to better prioritize development work. Developers can view comments and give feedback when issues require escalation in Jira Service Management. Any team can take advantage of automation to accelerate the flow of work across the organization and reduce manual processes. Everyone has access to the same issues, so you can maintain a seamless experience across employees, agents, and developers.

Key Benefits of Investing in Jira Service Management Premium:

  1. Improved service desk productivity
  2. Improved end-user productivity
  3. Improved IT operations productivity
  4. Improved engineer and decision-maker resource productivity
  5. Cost savings from retiring previous solutions
  6. IT cost efficiencies

For migrations, we do not recommend lift and shift. We recommend following a more consultative approach where we engage the stakeholders and help transform the traditional way of working into modern ways of working. Our consulting and professional services team helps migrate from legacy ITSM tools to modern Jira Service Management and ensures a smooth transition from planning to operations with:

1. Analysis, Design, and Planning

      • As-is vs to-be discussions
      • Transformation approach
      • Data Migration strategy and plans

2. Configuration

      • Configure and set workflows, forms, fields, required business logic, and automation

3. Data Migration

      • Data Analysis 
      • Migration plan
      • Data Mapping
      • Test
      • Prioritization

4. Integrations

      • Setup integrations as per the requirements

5. Training

      • User training sessions for enabling users to adapt to the new tool

6. Go-Live 

      • Communicate with stakeholders about the upcoming change well in advance
      • Assist with organizational change management (refer to point 8) to address any resistance

7. Support and Manage Services

      • Regular reviews to address any issues
      • Make necessary adjustments via the change management process if needed

8. Organizational Change Management

      • Assessment and Readiness
      • Executive Sponsorship
      • Stakeholder Identification and Engagement
      • Communication Plan
      • Training and Skill Development
      • Change Champions
      • Feedback Mechanism

iZeno Migration Learnings:


iZeno is an Atlassian Platinum Solution Partner

iZeno, with proven expertise in DevSecOpsAgile Development, and IT Service Management, has joined the Atlassian Solution Partner Program as a Platinum Partner. iZeno has demonstrated the highest standards of certified consulting, implementation and training services for the Atlassian product suite for different industries across the globe. iZeno is honored to be the winner of Atlassian Partner of the Year 2023, 2022, and 2020 for Emerging Markets and Partner of the Year 2019 for Rising Star APAC. iZeno is also the First Partner in Asia to achieve Cloud Specialization and the First Partner in APAC to achieve ITSM Specialization.